Change default behavior of Organization / user setting

9 Commentaires

  • Matt Bagnara
    Zendesk Product Manager

    Hi Johan Suurküla 👋🏻

    Matt here from the Zendesk Product team. Thanks for your feedback. I'd love to learn more about your particular use case, is there a reason why you're wanting to update the default setting for new Organizations?

    Thanks!
    Matt

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  • Jan Schweigerer

    We need this too, urgently!

    The use case is simple - if you offer support to businesses, more often than not the people you are in contact with from the same organization also need to be aware of the communications that we have with their colleagues. 

    It's tedious to change the settings for every organization and user we create, and sometimes you simply forget. 

    I'm surprised this feature doesn't exist yet, would be awesome if you could implement it :D

    4
  • Johan Suurküla

    Sorry for the delay,

    Our situation exatcly as Jan describes.

    Thanks Jan!

     

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  • Matt Bagnara
    Zendesk Product Manager

    Thank you Jan Schweigerer & Johan Suurküla for providing this further detail! In each of your use cases, is the configuration you described the same for every new organization being created? In other words, are there ever any outliers? Also, is there a particular place in Support where you would expect to manage these default settings?

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  • Johan Suurküla

    Hello Matt,

    In practice - there are no outliers. 

    In order to not forget about the change of setting (that if forgotten - ruins the day when it is the most important = when multiple end-users are working together on the same critical problem) we discuss this manually with each customer during on-boarding. We at least attempt to make it sound like a feature, but to this date, never have have any customer thought the "default setting" has been a remotely good idea. We change the default settings literary every time we setup a new organization.

    Where to find the setting? I figured "from a menu standpoint" the logical place would be somewhere in the admin/manage/organization. The main thing is the keyword "organization" that I would be looking for in settings, and expect to find it somewhere.

    cheers.

     

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  • Jan Schweigerer

    Hi @...

    Our situation is the same as Johan's there are practically no outliers. Every Organization should have their end users be able to see their peers tickets and comment on them. 

    Hence, the tediousness of setting each organization and every end-user up that way.

    Can you give us an update if this is a feature that might be available in the future? If so, could you give a rough estimate?

     

    Thanks in advance

    Jan

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  • Matt Bagnara
    Zendesk Product Manager

    Hi Jan Schweigerer,

    Apologies for my delayed response here. Whilst this is not something we currently have planned I have documented your feedback and I'll be sure to provide an update if and when we have started to look into this request in more detail. Thanks for your feedback.

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  • Jack Cornelius

    I would like to see this as something I can set at a default level.

    Creating orgs and then having to manually edit that field is a bit tedious.

    Would be good to understand if this is possible to automate via the API in the meantime @...?

    Thanks!

    1
  • Neal Shmidman

    Same here. b2b. We are changing these values on every organization we onboard. Would love a way to change the default. 

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